Assignment: Improving the Customer Experience

You have practiced using the CSR Tool Belt and the CSR skills checklist as well as taken the analytics tutorial. For this Assignment you will read a scenario and apply what you learned to improve a customer service situation that is certainly in need of improvement. The question is how? It is up to you. The company is relying on you as the contracted customer service consultant to provide assistance.

Read the scenario: Allendale Technology is a startup company that has been in business for about six months. They have three Customer Service Representatives (CSRs) that answer the phones and social media inquiries between the hours of 8 a.m. and 5 p.m. ET Monday through Friday. The CSRs do have an additional means of getting help through the CSR center in India, but most are reticent to reach out for help. These CSRs only know minimal information about social media.

You have been called in as a consultant to figure out what the problems are and to help them resolve their problems.

Based on the analytics in the rubric document address the following items:

Checklist:

• Based on the analytics, predict what kinds of problems are occurring when a customer contacts the company customer service representatives (CSRs) via phone or communicates through social media.

• Predict what internal problems the company is having within the CSR department and what the causes are.

• Based on the data and the scenario, suggest a way for the company to address these problems.

• If your suggestions are not taken, describe what will happen at this company?